Senior Manager, Resource Planning

About the team

The Resource Planning team is part of the Zillow Contact Center Operations team. This team provides our customer-facing partners with the tools and resources required to function with operational rigor as we strive to give people the power to unlock life's next chapter. Resource planners ensure we have the right number of people, in the right pace, at the right time. Come join us!

About the role

We are seeking a highly qualified Senior Manager of Resource Planning to lead our contact center workforce planning team. This individual will be responsible for crafting efficiencies in resource utilization, improving customer service levels, and developing and implementing strategies to optimize staffing resources. This critical leadership role will promote the growth of a team of analysts and effectively develop our talent bench across the workforce planning organization. The ideal candidate will have a strong background in workforce management, contact center planning, and a proven record of leading teams and being responsible for the resource planning function in a fast-paced environment. If you are a strategic problem solver with a passion for workforce planning and a demonstrated ability to lead teams in a multifaceted environment, we encourage you to apply for this exciting opportunity.

You Will Get To:

• Lead all aspects of resource planning across multiple departments and business units, ensuring efficient resource utilization and staffing levels are maintained to meet service level performance objectives
• Build innovative staffing strategies to support business needs and improve efficiency of operations
• Cultivate relationships with key partners across the organization to ensure alignment of staffing strategies with business objectives
• Collaborate with cross-functional teams to develop and implement process improvements that improve our resource planning and workforce management capabilities
• Report on key performance indicators related to staffing levels and workforce planning effectiveness
• Champion workforce management across organizational lines, influencing key partners by demonstrating the value workforce planning brings to our business
• Provide coaching and mentoring to the resource planning team, including performance management, setting goals, and providing regular feedback
• Develop and maintain knowledge of Alvaria software capabilities and standard processes, and ensure effective implementation and administration across all contact centers

This role has been categorized as a Remote position. “Remote” employees do not have a permanent corporate office workplace and, instead, work from a physical location of their choice which must be identified to the Company. Employees may live in any of the 50 US States, with limited exceptions. In certain cases, an employee in a remote-designated job may need to live in a specific region or time zone to support customers or clients as part of their role.

In California, Colorado, Connecticut, Nevada, New York City and Washington the standard base pay range for this role is $94,700.00 - $151,300.00 Annually. This base pay range is specific to California, Colorado, Connecticut, Nevada, New York City and Washington and may not be applicable to other locations.

In addition to a competitive base salary this position is also eligible for equity awards based on factors such as experience, performance and location. Actual amounts will vary depending on experience, performance and location.

Who you are

• An experienced workforce planning professional who enjoys seeking out new challenges, finding innovative solutions in a constantly evolving environment, with a focus on delivering results that exceed expectations
• Bachelor’s degree in Business, Management, or related field
• Minimum of 8 years of leadership experience in workforce planning or contact center operations
• Outstanding analytical skills and ability to see trends and patterns in data
• Experience in implementing and administering WFM software (preferably Alvaria)
• Persuasive verbal and written communications skills, including the ability to present and effectively influence partners across multiple levels of audience
• Advanced spreadsheet (Excel or Google Sheets) and data analytics skills required
• Ability to travel when appropriate to attend critical meetings or business reviews

Transferable Skills

Here at Zillow - we value the experience and perspective of candidates with non-traditional backgrounds. We encourage you to apply if you have transferable skills or related experiences.

Get to know us

Zillow is reimagining real estate to make home a reality for more and more people.

As the most-visited real estate website in the United States, Zillow® and its affiliates help movers find and win their home through digital solutions, first class partners, and easier buying, selling, financing and renting experiences. Millions of people visit Zillow Group sites every month to start their home search, and now they can rely on Zillow to help make it easier to move. The work we do helps people get home and no matter what job you're in, you will play a critical role in making home a reality for more and more people.

Our efforts to streamline the real estate transaction are supported by a deep-rooted culture of innovation, our passion to redefine the employee experience, a fundamental commitment to Equity and Belonging, and world-class benefits. These benefits include comprehensive medical, dental, vision, life, and disability coverages as well as parental leave, family benefits, retirement contributions, and paid time off. We’re also setting the standard for work experiences of the future, where our employees are supported in doing their best work and living a flexible, well-balanced life. But don’t just take our word for it. Read recent reviews on Glassdoor and recent recognition from multiple organizations, including: the 100 Best Companies to Work For, Glassdoor Employees’ Choice Award, Bloomberg Gender-Equality Index, Human Rights Campaign (HRC) Corporate Equity Index, and TIME 100 Most Influential Companies list.

Zillow Group is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please contact us at RecruitingAccessibility@zillowgroup.com.

Applicants who receive job offers from Zillow Group will be asked to sign a Proprietary Rights Agreement which includes confidentiality, intellectual property assignment, customer and employee non-solicitation, and non-competition provisions. If you are contacted for a role at Zillow Group and wish to review a copy of the Proprietary Rights Agreement prior to receiving an offer, you may request a copy from your Recruiter.